Lorikeet is an Australian-American AI company building a “Universal Concierge” for customer support. Unlike first-generation chatbots that simply summarize help articles (often leading to frustration), Lorikeet uses an agentic architecture designed to actually resolve complex tickets.
Its system mimics the workflow of a human agent: it authenticates the user, checks backend systems (e.g., “Is the order shipped?”), performs actions (e.g., “Process refund”), and communicates the result via Voice, Chat, Email, or SMS. It is specifically built for high-stakes industries like Fintech and Healthtech, where accuracy and strict adherence to Standard Operating Procedures (SOPs) are critical.
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Core Technology: “Team of Agents”
Lorikeet differentiates itself with a multi-agent orchestration layer rather than a single “bot.”
Workflow Compliance
Instead of hallucinating answers, the AI is constrained to follow the company’s specific SOPs (Standard Operating Procedures). If a refund requires three specific checks, the AI performs them exactly as a human would.
Action Execution
It integrates deeply with tools like Zendesk, Intercom, Stripe, and internal APIs to perform read/write actions. It doesn’t just say “You can reset your password”; it triggers the reset email.
Voice Integration
Lorikeet recently launched a voice capability, allowing the AI to handle phone calls with the same intelligence as text chats, including calling third parties (e.g., calling a logistics provider to find a missing package).
Safety Guardrails
It uses “dynamic gating” to prevent risky actions (like deleting an account) unless specific criteria are met, ensuring safety in regulated sectors.
Company Profile
Founders: Steve Hind (CEO, ex-Stripe product lead) and Jamie Hall (ex-Google Brain researcher).
Headquarters: Sydney, Australia, and San Francisco, USA.
Funding: Raised approx. $49M USD total, including a recent $35M Series A (Aug 2025) led by QED Investors.
Key Investors: QED Investors, Blackbird Ventures, Square Peg Capital.
Key Use Cases
- Complex Disputes: For Fintechs (like Arbor or Flex), Lorikeet handles sensitive inquiries like “Why was I charged this fee?” by analyzing the transaction history and explaining the specific policy, rather than giving a generic answer.
- Logistics Coordination: The AI can proactively track a delayed order by checking the carrier’s API and then emailing the customer with a new ETA before they even ask.
- Healthcare Triage: In Healthtech, it authenticates patients and schedules appointments or refills prescriptions by interfacing directly with the clinic’s booking system, adhering to HIPAA compliance.
Why It Matters
Customer support is shifting from “Deflection” (hiding from the customer) to “Resolution” (solving the problem). Lorikeet represents the “Agentic” phase of this shift. By trusting AI to do things—not just say things—companies can automate the 40-50% of tickets that are complex but repetitive, leaving human agents to handle only the truly novel or emotional cases.